ComplaintsforLighthouse Property Management, LLC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted the ******************* on 6/3/24 to inquire about why my rent increased by $165.00 (per the online portal) I received (2) different leases. One on the online portal & one in the mail which showed completely different terms. This was very confusing to me. After speaking to ************** in the ************ office I was then transferred to ****** in the **************** who explained that 9 months after my lease expired I was automatically put on a month to month rate in June despite never receiving an updated lease or notice of increase (this should have been done in September). I was simply told, one was never sent so we are doing it now. ****** then updated the online portal to reflect the (12) month rate as opposed to the month to month. I was also advised that both lease options should have been available online & she apologized for the confusion. I am very frustrated as I had to speak to 3 different individuals to try & resolve this issue. I dont understand how we could automatically be put on a month to month when no updated lease was ever sent with the option for a (12) month term. If this is supposedly normal practice as I was told by ******, then why as a tenant was I not notified of this at the inception of this relationship? Instead I was made aware once I attempted to make my rent payment & noticed the increased amount. Due to the fact this occurred on a non-business day, I was not able to contact anyone about this confirmed discrepancy causing me to make my rent payment (2) days late & although I am aware I did not receive a late penalty, I must make note I have NEVER been a day late in the 14 years I have lived at this property. I am very disappointed at the way this situation was handled by Lighthouse. Again I am a long term loyal *********** wish is that Lighthouse provides a much better effort in their communication ************************ going forward.

  Business response

  06/04/2024

  Hi ******, 

  We understand the frustration and confusion around the renewal situation. We know that increases can be stressful in a world where the prices of everything are raising. We are not perfect, but do our best to communicate and work 

  through renewals on a timely basis, sometimes things get missed. We certainly will work do better in the future and absolutely will not hold late payment against you-nor would you see any late fee. 

  Thank you for the feedback. 

  Customer response

  06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is persistent curbside trash. Today again trash problems April 26. 2024 The property location is **************************

  Business response

  04/30/2024

  Hello, 

  This is a multi-family property with 10 units and multiple tenants residing here. We have regularly scheduled trash pick up as well as grounds clean up, however residents are often leaving trash outside, there was also an eviction recently in which property the residents belongings have to be kept outside the property for 24 hours before they can be discarded. We will get someone out to the property to clean up any trash. 

   

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company false advertised the apartment i was given and a clear bait and switch happened. I paid almost $2000 to move into what i was told was a newly renovated apartment. However when i received my keys it was a nightmare of issues and not the same apartment advertised to move in. There was nothing cleaned before, no repairs made. My tub was the biggest concern as the caulking was all over and peeling and the tub was rusted particles everywhere. When you ran the water in the tub due to the rust it was brown coming up and i refused to place my toddler in the bathrub as this is a health hazard. They never completed my move in check list as all work orders are either canceled or accepted but no maintenance person has completed repairs. They did send a tub guy in which i had to wait two weeks for an apt after not being able to stay in my apt under these living conditions and then the tub guy couldnt complete reglazing my tub because he stated the bathroom sink was leaking and called maintenance to fix before he can return to do my tub. A work order was not placed on 9/1 at that time so i had to call and place one. It was accepted and noone ever showed up. I have emailed both the leasing agent and maintenance multiple times and have been completely ignored. Repairs are not being made and some are just disgusting and unacceptable. I am paying rent for a shower/tub i cant use and Im concerned for health reasons this apt is not up to code. The original ad for the apartment is https://hotpads.com/2-bed-750-sqft-925-************-**-49507-w2mn7q/c/pad i was completely bamboozled and i need action to be taken as the property management is now being negligent and non compliant to fulfill their duties while im still being charged full rent and have to live in these unprofound living circumstances. I need help as they are refusing to do their jobs.

  Business response

  09/09/2022

  Hello, 

  Lighthouse denies all claims in the aspect of we "are refusing to do our jobs." The work requested has been scheduled to be completed on 9/13. 

  We do apologize for the inconvenience with scheduling, as we have to work with the tub re-glazing company for that.

  In regards to any other open maintenance, we do our best to complete health and safety issues in a timely fashion and would be happy to help assist with anything else that is not done. 

  Feel free to call our office to discuss any outstanding issues. 

   

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a letter from them on 11/16/2021 telling me that my lease was about to expire and that I had to renew with them and pay $300 more a month for rent. My lease automatically renews yearly, it is not expired or going to, it literally just renewed itself. They also cannot legally raise the rent. There is no clause in my lease that would allow them to do so. Also when they first took over managing for my landlord they showed up at my house without warning then when they did inspection they took an over abundance of pictures. I felt extremely invaded. Now I feel as if they are trying to put me and my kids out in the cold. I need help.

  Business response

  11/19/2021

  Business Response /* (1000, 6, 2021/11/19) */ Lighthouse recently took over this rental unit on behalf of the owner. Unfortunately the rent is severely below market and we were asked to raise. The resident has lived there 2 years without any rent increase. We understand that the resident has a few maintenance concerns which she has recently brought to our attention and we are addressing. We have spoken with our attorney and a lease agreement that automatically renews is not legal, signatures would be required by both parties. With proper notice, a new rental rate can be given once a lease is expired. In addition, we hand delivered a notice to this resident regarding the walk-through and also sent a follow up text message (attached) reminder them that we would be coming. The photos were just for documentation purposes and so that her maintenance would be addressed. Business Response /* (-10, 7, 2021/11/19) */ ***Document Attached***

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to shed some light to anyone trying to do business with this company. I signed my first lease with LPM in July of 2020. Everything has been copacetic between us, until I submitted a work order for a cracked stovetop. I have been renting flawlessly for the last 7 years across three states, never had any issues with any of the property agencies, never any complaints. Due to my job as an officer, I had to move a lot and just when I was ready to purchase a home, COVID and market skyrocketed. Anyhow, the stovetop cracked/broke while my wife was cooking dinner, and didn't even know about it until she checked on the pot. We took the photos, filed a work order and told them that is slightly pressing as we have two little kids in the house. LPM said that they were going to replace the whole stove, so they brought me a used one. (they were late/broke the timeframe outlined in the lease for resolution of this type of maintenance request). When I checked my portal, they charged me $536 for a maintenance fee. I told them that this was not user error and that I will not be paying for the stove. They told me that the unit was new, and that they 'do not just break like that.' I told them that a) there are defective units from the assembly line; b) if it's new, the owner should use his warranty to replace the unit or get his money back. They refused both options. They refused to do that, and told me that 'the charge will stay until I leave'. Here is the funny part. With this "unsettled" charge, they allowed me to renew my lease, and they accepted my rent every month since March, as they had to manually allocate money from the maint. fee to full rent amount. As of 11/1 they decided to not accept my full rent until the fee is paid, rendering my Nov. rent half-paid. They stated that they will start charging me late fees and that Demand notice will follow eventually brining the eviction process. I will not waste my hard earned money on LPM's greed. See you in court.

  Business response

  11/09/2021

  Business Response /* (1000, 6, 2021/11/09) */ Per the lease agreement section 2.4 "Any damages caused to the property or common areas by a Tenant or a guest of a Tenant shall be repaired at the Tenant's expense." The lease agreement also reads in section 1.3 "Payments received from Tenant shall be applied by Property Owner or Agent as follows: First, to any late charges due; then to other charges due and unpaid; then to rent." The stove top was broken during the residence tenancy and per the lease agreement Lighthouse has the right to apply any payments received towards outstanding charges prior to rent. Lighthouse is the agent for the owner of the property, and is not being greedy, as this money would not go to us. We have a responsibility to the owner of the property that when there is damage done to their property that it is billed appropriately. Consumer Response /* (3000, 8, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I absolutely agree that 'Any damages caused to the property or common areas by a Tenant or a guest of a Tenant shall be repaired at the Tenant's expense', but LPM decided that I caused the damage and they completely ruled out the fact that it was a defective unit. We reported that our stovetop broke on time, provided explanation, and even sent photos to the maintenance team for complete transparency, just to receive an answer of 'maintenance charge will stay'. I understand that LPM represents the owner, and again, that same owner could've used his warranty or receipt to return/replace/request refund for his defective unit. As to why he/she did not, maybe LPM can figure that one out. In conclusion, I will keep paying rent and utilities (as obligated by the lease), but I will not pay any late fees or imaginary maintenance fines imposed by the LPM management. I don't expect any substantiated response, but robotic quotation of the lease agreement without any valid context. Business Response /* (4000, 10, 2021/11/12) */ Lighthouse takes into consideration with all maintenance charges, possibilities of cause of damage. In this case, the stove was brand new and there was no warranty to cover the damage. Upon research of these stoves, they do not just shatter without force. In the interest of compromise and putting this behind us, Lighthouse would be willing to split the maintenance charge in half if you agree. Consumer Response /* (4200, 12, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) You see, upon my research of the glass top stoves in general I found various factors that may have contributed in the breaking it. The differences in temperature, glass not being tested to withstand several burners running at the same time and so on...The whole point behind this is that you completely dismissed what I've been saying from the beginning. Do you really think that I would take photos of the stove that I broke? For what, self-incrimination? I did it, cause I trusted you and your process, but you failed me. So the answer is NO, we will not split charge that should not be there in the first place. Thank you. Business Response /* (4000, 14, 2021/11/19) */ At this point I believe we are too far apart on this issue and going back and forth placing blame is not getting anywhere. Unfortunately, we can not prove one way or the other whether it was damage caused by a defect or by tenant negligence, which is why we proposed a compromise. If the resident is not willing to compromise, I am not sure what else we can do.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩